Welcome to the last #GalaxyNote5 post for this week. We hope that you’ll find this material useful as ever. We’ll resume publishing more Note 5 posts next week.
If you are looking for solutions to your own #Android issue, you can contact us by using the link provided at the bottom of this page.
When describing your issue, please be as detailed as possible so we can easily pinpoint a relevant solution. If you can, kindly include the exact error messages you are getting to give us an idea where to start. If you have already tried some troubleshooting steps before emailing us, make sure to mention them so we can skip them in our answers.
Below are specific topics we’re bringing for you today:
Problem 1: Galaxy Note 5 won’t install the latest Android update
I have a Samsung Galaxy Note 5 which is currently stuck in Lollipop (5.1.1). I know that Nougat is being released for my phone but I cannot even seem to get it to update to Marshmallow. I have had this phone for over a year, so it always updated fine until the version it is on now. I got the phone straight from AT&T and never left that carrier so there should be no reason that it is not connected to their network. I even tried factory resetting it with no results or changes. I try to look for updates and it says it is up to date. Below the “Check for software updates” button, there is a “Continue software update” which I am not able to select. I am worried my phone tried to update over some random wifi when I was going somewhere and it will never be able to continue until I find that WiFi. I tried downloading the Samsung Switch app on my computer but that also said my phone was up to date which is impossible when it is now 2 whole versions behind. I also contacted AT&T and they said I would need to contact Android for this problem because it is not them. Is there any way to get my phone up to date? Thank you. — Kara
Solution: Hi Kara. Since the normal update methods for your device don’t appear to work for some reason, we say you try flashing. This is the only option left in your case. We don’t provide flashing guides for particular devices in our blog so you want to do some research to find a good guide. Flashing can potentially brick your phone so be sure to do it properly with the help of a good set of instructions.
Problem 2: Galaxy Note 5 screen background showing grey line with horizontal lines
My phone is stuck on the start-up screen, showing the Galaxy Note 5 logo as well as the android logo below… but weirdly, the screen background is gray with little horizontal dark gray lines. I would attach a photo, but don’t see where in your form to do that. It was fine, using it with Google Maps in my car, plugged in to a car charger. Arrived, unplugged, and put the phone in my pocket. 10 minutes later, pulled the phone out and it was off… on trying to turn it on, it got only this far, and froze.
Also, I have never seen this weird gray patterned background. I tried volumeUP+home+power (nothing happens), volumeDOWN+home+power (customOS screen, then chosing volumeDOWN for restart … which takes me back to the gray screen), volumeUP&DOWN+power (the screen goes black for a few seconds, then blinks back to the gray screen)… I’ve tried all combinations with the sim card out, as well. I can’t seem to get it into SAFE MODE or to clear the cache partition (perhaps because I can’t actually get the phone to turn off). Any advice? –Jonathan
Solution: Hi Jonathan. Well firstly, since the phone won’t boot to Recovery mode but would to Download mode, the only best thing that you can try right now is to attempt to flash the bootloader. Sometimes, a corrupted bootloader can lead to an issue like yours so reverting it back to its stock form may help. We assume of course that you did not modify your phone’s official firmware by rooting or flashing. If you did though, we suggest that you reflash the stock firmware first.
If your phone has always been running official software all along, consider flashing the bootloader first. Below are the general steps on how to do this procedure. The exact steps may vary so make sure to find a good flashing guide online. The steps below are only for demonstration purposes only:
- Look for the correct firmware for your phone model and download it. Make sure that you select the right one. It should be the same exact firmware that ran previously on your device. We assume that you list down the firmware version somewhere. If you did not take note of it before, there’s a chance that you may pick the wrong one. As you may know now, using an incorrect firmware can cause complications so good luck with that.
- Let’s now say that you have identified the correct firmware. You then want to download it to your computer. The firmware file should have a bunch of files in it like AP_, BL_, CSC_, etc.
- Look for the file that starts with a label BL; this should be the corresponding bootloader file for this firmware. Once you’ve identified the bootloader file, copy it to your computer’s desktop or to any other folder that you can easily access.
- Proceed with the rest of the flashing procedure using the Odin program.
- In Odin, click on the BL tab and make sure to use the bootloader file you’ve identified earlier.
- Now, make sure that the “Device Added” status and its “ID:COM box” has turned blue before hitting the START button. This will initiate the flashing of your phone’s bootloader.
- Restart the phone once the procedure is finished.
Secondly, if your phone does not power on normally nor respond to any hardware button combination, there’s very little that you can do about it. Doing the hardware button combinations is the last step that you can attempt. You will have to send the phone in so its hardware can be examined by a professional. Think of it as sending your phone to the hospital for much needed surgery. Since your phone is not totally powered off, there’s still a chance that a “surgery” can still save it.
Problem 3: Galaxy Note 5 can’t install apps from Google Play Store, showing error 960
After performing OS update to Android 7.0, i can’t install any apps from Google Play. Display error 960 every time i downloaded any app. Whenever I pressed power + volume up + home button, “installing system update” always appears followed by “No Command”. I’ve done wipe data/factory reset, wipe cache partition several times but to no avail 🙁 What should i do? Appreciate any help. Thank you! — Ben
Solution: Hi Ben. There’s no official statement from Google what error 960 means exactly but some users online have reported a few workarounds. Below are a couple of them that you may find useful.
Wipe the data of Google Services Framework app. This step must be tried if doing a factory reset won’t work. Here’s how to do that:
- Open the Settings menu either through your notification shade (drop-down) or through the Settings app in your app drawer.
- Navigate down to “Apps”. This may be renamed to something like Applications or Application Manager in OEM skinned versions of Android 6 or 7.
- Once in there, look for Google Services Framework.
- You’ll now see a list of stuff that gives you information about the app, including Storage, Permissions, Memory Use, and more. These are all clickable items. You’ll want to click on Storage.
- You should now clearly see the Clear Cache and Clear Data buttons for the application. Tap Clear Data
Try using a different Google account. Some users reported that switching to a different account worked for them. We can’t validate if it’s an effective solution so you’ll have to try it to know.
Contact Google Play Support team. If both solutions won’t help, contact the right people who may be aware of this code is the last best move for you. Follow this link.
Problem 4: Galaxy Note 5 screen is unresponsive, only responds to the S Pen
Hello, I’m having screen issues with my Galaxy Note 5. The screen is only responding to the S Pen. I tried the soft reset using the Vol down and power key, I tried putting it in safe mode, I tried deleting the partition cache in recovery mode, cleaning out the ports and did a software update. Nothing seems to work. The physical buttons work fine. Do you have any other suggestions? Thank for your time. — Anthony
Solution: Hi Anthony. Do a factory reset and see if the screen works fine afterwards. If it doesn’t, send the phone in for repair or replacement.
Problem 5: Rooted Galaxy Note 5 can’t connect to PC
Rooted the N5 (SM-N920A) no issues. Tried installing TWRP with either N920T/N920(unlocked/No carrier) phone kicked back “At&t had found unauthorized software on device, please bring to a authorised At&t store”. I was able to get back into the OS once, but after that I cannot get into anything other than “Download Mode.” OEM unlock and USB debugging we’re both enabled prior to brick. They main issue is with connection to PC,or lack there of. My windows 10 & 7 machines both show a device but with some sort of error. Can not connect to ODIN/Kies. I did uninstall and reinstall drivers, also connected a GS6(which connected just fine). Doesn’t show any devices connected. Don’t really know where to go from here. Any help would be amazing. — Ryan
Solution: Hi Ryan. Flashing unofficial software or rooting can sometimes lead to problems. Custom software, like official ones, are not perfect and can come with bugs. If your phone was connecting to a PC fine before you installed the unofficial software, this bug is most likely coming from that software. You should try to contact the developer of the software for support.
In some cases, engaging the community that uses such software can shed light on some problems. We don’t know how you get your software but if someone recommended it for you, consider doing some research how you can get support for it. You need expertise from people who develop or uses the software. You can also visit other forums that discusses the software in question.
Our blog does not support third party firmware or unofficial firmware versions.
Problem 6: Galaxy Note 5 has no sound notifications
Hi. I’m having a Samsung Note 5 and since recently my phone goes numb like no sounds while ringing or when receiving messages. Facebook does not even alarm. But when i try the music player, the sound comes. Once restarted, it works fine for some time like few hours and again the same story. Display works as normal but no noise comes. I even tried resetting the phone back to factory defaults but no use. — Maxdilhan
Solution: Hi Maxdilhan. Make sure that you set notifications properly first. You can do that by going under Settings>Notifications.
If nothing changes, or if sound notifications have already been set properly all along, consider checking the possibility that your issue may be due to a third party app. To do that, you want to restart the phone in safe mode to block third party apps and services. If sound notifications work fine when your phone is in safe mode, that’s proof that our suspicion is right. Here are the steps to restart your Note 5 to safe mode:
- Turn off the phone completely.
- Press and hold the Power key.
- Once ‘Samsung Galaxy Note5’ shows, release the Power key and immediately press and hold the Volume Down button.
- The phone will restart but keep the Vol Down button pressed.
- Once the phone has finished restarting, ‘Safe mode’ will be display in the lower-left corner of the screen.
- You may now release the Volume Down button.
Problem 7: Galaxy Note 5 stuck in Samsung logo screen
My Galaxy Note 5 gets stuck on the start up Samsung screen if I reboot or turn off my phone. When it is stuck, the logo fades out, then it brightens back up like when it hasn’t been touched and about to time out. I’ve just let the phone install and update just the software that comes with it thinking it was some app I have installed. But no. It still happens.
Here’s the kicker. I thought the phone was broken and got another one. Same thing happens. I have even just let the phone try to correct itself. The only thing that happens is the phone gets extremely hot. Please help. — Eric
Solution: Hi Eric. An issue like this is not supposed to happen on your replacement Note 5 because it’s very unlikely for the same user to experience the same exact hardware problem on at least 2 devices. We don’t think it’s a device issue at all. You must be doing exactly the same problematic thing on this device, or that you’ve installed the same buggy app on both phones. To see if that’s the case, quickly do a factory reset on the second phone and observe how it works where are no apps installed.
Below are the steps on how to factory reset your phone:
- Turn off your Samsung Galaxy Note 5 completely.
- Press and hold the Volume Up and the Home buttons first, and then press and hold the Power key.
- Keep the three buttons pressed and when ‘Samsung Galaxy Note5’ shows, release the Power key but continue holding the other two.
- Once the Android logo shows, release both the Volume Up and Home buttons.
- The notice ‘Installing system update’ will show on the screen for 30 to 60 seconds before the Android system recovery screen is shown with its options.
- Use the Volume Down key to highlight the option ‘Yes — delete all user data’ and press the Power key to select it.
- When the process is complete, use the Volume Down key to highlight the option ‘Reboot system now’ and hit the Power key to restart the phone.
- The reboot may take a little longer to complete but don’t worry and wait for the device to become active.
If you’ll find out that the phone works normally without a problem when it’s running a clean software, uninstall your apps until the issue is gone.
Remember, there’s no way to identify which of your apps is the culprit so you’ll have to eliminate possible suspected apps one by one.
Problem 8: Galaxy Note 5 keeps rebooting by itself
My wife picked up her phone to use it, and altho’ the battery was 100% charged, the screen was totally black, and appx every 10 seconds the phone would momentarily buzz/vibrate for just a split second, and it just keeps on doing that. The SAMSUNG logo comes up briefly, and then goes away, leaving just a black screen. Â Then the phone starts buzzing/vibrating for a split second, and this happens once every 10 seconds or so. Any help would be greatly appreciated. Thanks. — Russ
Solution: Hi Russ. Try to see if you can stabilize the phone enough to do some software troubleshooting or solution. As it is, there’s really no way for you to fix the problem on your end. Consider booting the device to alternate mode first so you’ll see if you can then do follow up troubleshooting. Here are the steps to do each of them and the respective software troubleshooting that you can do:
Boot in Recovery mode:
- Charge the phone for at least 30 minutes.
- Press and then hold the Home and Volume UP keys, then press and hold the Power key.
- When the Samsung Galaxy logo shows on the screen, release the Power key but continue holding the Home and Volume Up keys.
- When the Android logo shows, you may release both keys and leave the phone be for about 30 to 60 seconds.
- Using the Volume Down key, navigate through the options and highlight ‘wipe cache partition.’
- You can either wipe the cache partition or do a factory reset when in this mode.
Boot in Download Mode:
- Charge the phone for at least 30 minutes.
- Press and then hold the Home and Volume DOWN keys, then press and hold the Power key.
- When the Samsung Galaxy logo shows on the screen, release the Power key but continue holding the Home and Volume DOWN keys.
- Wait until the Download screen appears.
- If you can boot the phone in download mode but not in other modes, that means that your only way out may be to flash a stock or custom firmware.
- Use Google to look for a guide on how to do it.
Boot in safe mode:
- Charge the phone for at least 30 minutes.
- Press and hold the Power button.
- Once the Samsung Galaxy logo appears, release the Power key and immediately press and hold the Volume Down button.
- Continue holding the button until the phone finishes rebooting.
- Once you see the text “Safe mode” at the bottom left corner of the screen, release the Volume Down button.
- The only difference of safe mode from normal mode is that the former prevents third party apps from running. If you can boot the phone in safe mode but not in normal mode, uninstall all apps until the issue (that prevents you from booting normally) is eliminated.
Problem 9: Galaxy Note 5 won’t charge wirelessly from time to time
JUNE 21ST 2017: SINCE THE LAST UPDATE MY NOTE 5 QUIT WIRELESS CHARGING 90% OF THE TIME, ON ANY AND ALL OF MY 6 DIFFERENT SAMSUNG AND OTHER BRAND CHARGERS…..FINALLY GOT IT ON A OFF BRAND CHARGER LAST NIGHT, AND TODAY ON A BLACK SAMSUNG BY TAKING OFF MY SEDIO CASE- WHICH HAS ALWAYS BEEN ON SINCE DAY ONE, AND ALWAYS CHARGED THRU IT SINCE DAY ONE- ONLY SINCE LAST MAJOR UPDATE DID IT STOP WORKING…..IDEAS??? — KARL
Solution: Hi Karl. Try the usual set of software solutions in fixing post-update issues:
Cache partition cache and factory reset. If the problem returns after a factory reset, contact your carrier and report the trouble. We assume you downloaded the update by air (also known as over-the-air update) so letting your carrier know of this problem will hopefully prompt them to check if it’s a bug that they can fix. Otherwise, have the phone replaced.
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